NEW DELHI: The railways may have been criticised for poor services, train delays and stale food, but the first real-time passenger amenities survey has surpised the railways itself as it showed that over 85 percent passengers found the services satisfactory.
The railways has launched a 24X7 all-India helpline number, 138, for passengers to complain and seek solutions in real time.
The survey was done based on the feedback provided on 138 in July 2015.
Passengers were asked to rate platform cleanliness, punctuality, air conditioning in coaches, the quality of bedrolls, food quality and train cleanliness as good, satisfactory or bad. The survey data is being monitored both by Railways Minister Suresh Prabhu and Minister of State Manoj Sinha.
On an average, 200,000 passengers were contacted every day and over 85 percent of them found the services satisfactory, while four percent found it bad and the rest found it good.
“It is the first time that the railways has collected real-time feedback. Our aim is that in the coming months those who rated railway services as satisfactory should upgrade their rating to “good” and those who rated the services as bad should rate it first as satisfactory and then good,” said a railways official.